Abolishing the service visit

Will the internet of things change the way we service our cars and industrial equipment?

“Service used to be an act of damage control,” said Salesforce’s Peter Coffee at the recent Dreamforce conference. “You are bleeding brand equity until that problem is fixed.”

Coffee’s view is that the internet of things is an opportunity to delight the customer with proactive service that allows companies to fix customers’ problems before they happen.

Zero planned maintenance

Taking this idea further is GE’s Chief Economist, Marco Annunziata, who sees the internet of things as an opportunity to introduce the concept of Zero Planned Downtime where there is no need to stop machines for scheduled repairs and maintenance.

“A lot of the maintenance work is done on a fixed schedule,” Annunziata. “You end up wasting time and money servicing machines that are perfectly fine.”

“On the other hand you might miss that something is about to go wrong between two maintenance periods.”

“The idea of the industrial internet is that by gathering so much data from these machines themselves – plus having the software to analyse this data – you will have information that flags to you when intervention is needed.”

Annunziata’s view is that connected machines won’t need to have regular service intervals, instead of insisting a car has  an inspection every ten thousand kilometers where the tyres are replaced and the oil changed, often unnecessarily, the vehicle need only be called in for maintenance when its sensors flag that a part or consumable needs attention.

Finding the benefits

While that can mean big savings for car owners, it’s in fields such as aviation, mining and logistics where the greatest benefits of Zero Planned Downtime would be found.

For businesses it’s another example of how they will fall behind if they don’t invest in modern technology as those who invest in newer, connected equipment will be able to reduce downtime and maintenance cost.

How achievable Zero Planned Downtime is in many fields remains to be seen, not least because of regulatory hurdles in sectors like aviation, however the idea does promise to change the business model of companies that depend upon service revenue.

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Delighting the customer – the new business normal

Peter Coffee, Salesforce Vice President for Strategic Research discusses the new business normal where mobile services, collaboration, community and understanding your data are essential tasks for every manager.

Salesforce’s Executive Vice President of Strategic Reserach, Peter Coffee joined the Decoding The New Economy channel at last week’s Dreamforce conference to discuss the new normal — delighting the customer.

Coffee’s role at Salesforce is to help the company’s potential clients understand the new normals of business life. “It’s a lot of listening,” he says.

In describing the new normal, Coffee is in tune with Salesforce’s CEO Marc Benioff in seeing mobile services as being one of the key parts of how business will look in the near future.

“The fundamental statement is your mobile device is no longer an accessory,” says Coffee. “It’s the first thing you reach for in the morning and it’s the last thing you touch at night.”

“Fundamentally people are mobile centric so we need to rethink our operations.”

Continuing the social journey

It’s not just mobile services that are changing the way we do, social media continues to be companies’ weak points in Coffee’s opinion.

“There’s research that’s come out of places like MIT that shows traditional print and broadcast media are still valuable for creating awareness of your brand but the final step of turning someone from knowing who you are into deciding to do business with you is now made today only when a trusted network confirms it.”

“People don’t make that final step of buying from you until they’ve consulted their trusted advisors.”

“Another fundamental change that’s happened is that the connectivity of the customer is such that if you have a customer that’s unhappy with you for even five or ten minutes there’s a tweet or a Facebook post or a LinkedIn update just begging to leak out and damage your brand,” says Coffee.

“The closer you can get to instantaneous resolution to the issue, the better.”

Internet of machines

With the internet of machines, the ability to resolve customers’ problems instantaneously becomes more more achievable in Coffee’s opinion.

“Connecting devices is an extraordinary thing,” says Coffee. “It takes things that we used to think we understood and turns them inside out.”

“If you are working with connected products you can identify behaviours across the entire population of those productslong before they become gross enough to bother the customer.”

“You can proactively reach out to a customer and say ‘you probably haven’t noticed anything but we’d like to come around and do a little calibration on your device any time in the next three days at your convenience.'”

“Wow! That’s not service, that’s customer care. That’s positive brand equity creation.”

Delighting the customers

All of these mobile, social and internet of things technologies will give businesses the tools to delight their customers and Coffee sees that as the great challenge in the new business normal.

While many businesses will meet the challenges presented by mobile customers and their connected machines Coffee warns those who don’t are in for a painful time.

“If you do not have delighted customers you have no market.” States Coffee, “the way that you delight customers is by making sure every interaction with you leaves them happier than they were before.”

“Traditional silos of sales, service, support and marketing must be dissolved into one new entity which is proactive customer connection.”

“Companies that neglect to adopt it will discover they have customers who are sensitive to nothing but price,” warns Coffee.

Paul travelled to Dreamforce in San Francisco as a guest of Salesforce.

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Becoming an all mobile executive

Salesforce CEO Marc Benioff says he’s gone completely mobile, will other executives follow?

“I don’t want to use a laptop again,” Marc Benioff told the closing Dreamforce 2013 customer Q&A. “The desktop remains the biggest security threat to corporations — it’s a nightmare. The PC and laptop we never designed to be connected to a network.”

Benioff was walking his talk in promoting his company’s Salesforce One mobile platform, claiming at the Dreamforce conference opening that he hadn’t used a PC or laptop or nine months as he’s moved over to tablet and smartphone apps.

That push to move the company and its customers onto mobile services was emphasised by Peter Coffee, Salesforce’s Vice President for Strategic Research.

“Your mobile device is no longer an accessory,” says Coffee. “It’s the first thing you reach for in the morning and it’s the last thing you touch at night.”

Salesforce’s push into into the post-PC market follows Google and Apple’s lead, much to the distress of Microsoft and its partners.

“We saw the phenomenal engineering work of Scott Forstall at Apple and the visionary work of the late, great Steve Jobs,”  Benioff told his cutomers at the final Dreamforce Q&A. “When we saw the iPhone we sat up and thought ‘wow, what are we going to do about this?'”

“This is a paradigm shift, we’re moving from the desktop world to the mobile phone world and then of course we saw the iPad world emerge and that amplified it.”

Salesforce’s impressions were shared by much of the business community as senior executives, board members and company founders quickly embraced the first version of the iPad, which on its own triggered the Bring Your Own Device (BYOD) trend in enterprise computing.

In a mobile age, Benioff now sees three key priorities for Salesforce; “we want to be feed first, we want to be mobile first and we want to be social first.”

Regardless of Benioff’s vision, not everyone will go mobile which is something that Peter Coffee acknowledges.

“The laptop will occasionally be used to author creative work like a presentation or to deal with something that needs a large screen like pipeline analysis,” says Coffee.

Marc Benioff though is adamant. “Honestly I don’t ever want to use a laptop again,” he told his audience.

It will be interesting to see how many business leaders follow him in abandoning their desktops and portable computers as the post-PC era of computing develops.

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Book publishers and the cost cutting quandary

Traditional book publishers face a challenging future as authors find they get more value from self-publishing.

Traditional book publishers face a challenging future as authors find they get more value from self-publishing.

It was good to head across to Oakland’s East Bay Social Media Breakfast for Shel Israel’s and Robert Scoble’s discussion about their latest book, The Age Of Context.

While the book itself is an interesting overview of how the internet of things is changing the world, Scoble’s and Israel’s self publishing journey though combination of corporate sponsors, crowdfunding and alternative distribution models is an interesting tale in itself.

“Self publishing gives writers much more power than they’ve ever had before,” says Israel. “In many aspects, the traditional publisher just isn’t there any more.”

“By using the tech community and social media to market the book, I’ve sold more copies of The Age of Context in seven weeks than my previous four books combined,” Israel states.

Israel’s point illustrates the challenge facing traditional publishers, like many other industries the publishing houses have reacted to a changing market by cutting costs such as replacing experienced staff with fewer, less experienced workers.

Failing to add value

That cost cutting has the effect of making the businesses irrelevant; if a publicist has to rely on HARO or Source Bottle to contact journalists rather than a contact book built up over years of experience, then they are doing little the writer can’t do themselves.

One of the biggest advantages book publishers offered authors was rigorous editing — good editors are worth their weight in gold to both a writer and their book and in the past self-published books were notable for their lousy editing.

Today, that function has been almost eliminated by publishers have eliminated most in house editors. If a harassed, time poor contractor only has a few days to spend editing the manuscript, as what happened with my last book, then the publishers hasn’t added much to the product at all.

Similarly with design and layout, historically publishers have been strong on this front with experienced editors knowing what covers will work for certain genres in the bookshops. The cheapest graduate worker in the world can’t replicate that understanding of the marketplace.

Most damaging of all though to publishers was losing the distribution channels; when bookstores were the way most readers bought their books the publishing house’s sales team were essential for getting books on shelves. In an age of Amazon and online shopping, they are no longer the gatekeepers they once were.

Self publishing risks

That’s not say there aren’t risks with self publishing, particularly with having corporate sponsors pay for development costs.

Scoble and Israel overcame the increasingly stingy author advances by raising $105,000 from corporate sponsors to cover the initial researching and writing costs.

“We were scared to death that this was a credibility issue,” said Israel. “However our sponsors were incredibly good with not messing around with editorial credibility. They, like others in the book, got to see what was written to check for technical accuracy but not change the content.”

“An example is that Google was not a sponsor and Bing was, yet we said an awful lot more good things about Google than we did about Bing.”

Adopting the financial risk

The biggest risk of all for self-publishing though is being stuck with a stack of unsold books with a pile of bills for editors, designers and printing. In the past the publisher carried all the financial risk which was probably the greatest service they provided to authors.

Even that risk isn’t as great as it was a few years ago as print runs are cheaper and shorter while outsourcing sites make it cheaper and easier to find professional help.

As Israel and Scoble illustrate, book publishers have made themselves irrelevant to most authors. It’s probably the best case study of an industry reacting to change with cost cuts that ultimately destroy their own competitive advantage.

That’s something that other businesses and industries should consider when looking at how to deal with their own disruption.

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The Digital Fallacy

Businesses don’t need a Chief Digital Officer, it’s one of many fallacies about the digital economy

Earlier this week Telstra held their 2013 Digital Summit in Melbourne, a curious event featuring  a bunch of US based experts to tell the locals what they should have already known about the changing business landscape.

The reversion of Australian business to a 1950s colonial cringe is worth a blog post in itself, however more interesting was the assertion that every organisation should appoint a Chief Digital Officer.

A Chief Digital Officer is an idea based on the flawed fallacy that digital technologies are unique and separate from other business functions.

The Chief Electricity Officer

Digital is simply the way business is done these days and has been since the electronic calculator appeared in the 1970s – having a Chief Digital Officer is akin to appointing a Chief Electricity Officer.

The role of a Chief Digital Officer is an idea usually pushed by social media experts and other fringe digerati that perversely undermines the very roles they are trying to promote.

By putting “digital” into its own organisational silo, the proponents of a Chief Digital Officer are actually advocating marginalising their own fields. It’s also counterproductive for a business that follows this advice.

The real challenge for those pushing digital technologies is putting the business case for their particular field and in most cases, such as social media or cloud computing, the argument for adopting them is usually compelling in some part of every organisation, but it shouldn’t be overplayed.

More than just marketing

An aspect heavily overplayed in the commentary around the Telstra Digital Summit was the role of social media with most people focusing on branding and marketing.

If you believe this is the extant of ‘digital business’, then you’re in for a nasty shock as supply chains become increasingly automated, Big Data makes companies smarter and the internet of machines accelerates the business cycle even more. Social media is only a small part of the ‘digital business’ story.

Over-stating the role of individual technologies is something that’s common when people have books or seminars to spruik – which, funny enough, is exactly what Telstra’s international speakers were doing.

It’s understandable that an author or speaker will overstate the benefits of their project, but it doesn’t mean that you should fall for the fallacies in their arguments.

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Redefining what’s possible – Cisco and the Internet of things

Cisco Systems is making big bets on the internet of everything

“You might call us naïve, but we’re looking at changing the world,” Cisco CEO John Chambers told journalists at the Internet of Things World Forum in Barcelona yesterday.

That’s a big, hairy audacious goal which sounds feasible when the company estimates 50 billion devices will be connected to the net by the end of the decade in an industry worth 14 trillion dollars.

Given the size of the market there’s a concern that different standards will affect the industry.

One objective of Cisco holding its event in Barcelona was to start the process of creating standards around the connected devices as the company’s futurist, Dave Evans, pointed out that getting WiFi standards agreed early meant the technology was quickly accepted as users could be confident of their systems talking to each other.

Regardless of the standards adopted, the Internet of Things is already growing with industries from mining to logistics connecting their equipment. This is improving productivity and speeding up the supply chain.

The effects on industries promise to be huge.

Chambers’ message to CEOs was blunt, “by the time it’s obvious you have to move, it’s too late. Have the courage to think big. Have the courage to take risks.”

For Cisco the Internet of Things is probably not a risk at all, as the company that dominates the market for the equipment that is the plumbing of the net will almost certainly profit greatly from the adoption of connected equipment.

Other businesses won’t be in such a good position as their industries change and it’s worthwhile listening to Chambers’ advice.

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Validating your market

Sometimes your competitors are your greatest marketing assets.

Last week I interviewed Anthony Foy, CEO of Workshare about his business and the growth in the online sharing and collaboration markets.

When researching Workshare the obvious message is the business can be best described as a Dropbox for enterprises.

It always pays to be cautious when comparing a business to a competitor as often the managers or founders don’t like mentioning marketplace rivals.

Frequently, it turns out the rival in the market helps you define what your service delivers.

A good example of this was a gay and lesbian dating service run by a pair of acquaintances.

Naturally the obvious comparison was with the Grindr app but the two founders – who we’ll call George and John – had completely different views about this.

George’s view was “don’t mention the G word” as Grindr was the feared rival while John’s view was that their opposition validated their market and actually made it easier for them to explain their business.

John’s view turns out to be that of Anthony Foy’s – that Dropbox actually makes it easier for Workshare to articulate its business.

Investors, customers and staff understand what Dropbox does so there’s no need to for Workshare to convince people there’s a demand for what they do or to explain exactly what their service does.

This has proved true for many successful businesses. Facebook needed Friendster and Myspace to prove the market for social media existed while Google had Yahoo! and Altavista to show there was a need for an online search engine.

Just because you aren’t first to the market doesn’t mean you won’t be successful. Sometimes your competitors are your greatest asset in helping the rest of the industry understand exactly what you do.

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